deposited money at casoo casino I have never been a member there before and have only created 1 account.

I started playing the slot machine and won

12,000 euros with real money. I did not use any bonus. when I would then request a withdrawal, I had to verify my account and it was verified. then they explained to me that it was only possible to withdraw money with jeton or cryptocurrency. so I created a jeton account and was going to request a withdrawal from casoo. but then my account was blocked! I wrote to the chat and got the answer that my account was under investigation and that I would wait.

today monday the 13th of july i got the answer that they closed down my account due to double accounts. I only have 1 account with casoo and only used my mobile network and home internet.

I will send over all the evidence needed for account balance / chat conversations with casoo to you at askgamblers.

casoo refuses to pay my winnings of 12,000 euros. they claim that I have violated their t & c rules

Dear Dojan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Have you redeemed any promotional offers in the past in this casino? Any relevant communication can be sent to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi no no one has opened an account, I'm just playing on my Wi-Fi and my mobile network. They lie because everything was approved first they would pay out then they block my account. I have pictures when I wrote with them. Yes I did not do anything wrong so would be grateful if you help me with this.

Hej nej ingen har ?ppnat n?t konto det ?r bara jag som spelat p? mitt Wi-Fi och mitt mobil n?t. Dom ljuger f?r allt var godk?nt f?rst dom skulle betla ut sen sp?rra dom mitt konto. Jag har bilder n?r ja skrivit med dom. Ja har inte gjort n?t fel s? skulle vara tacksam om ni hj?lper mig med detta.

I have not used any bonuses or promotions.

Jag har inte anv?nt n?gra bonusar eller kampanjer.

Thank you very much Dojan for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I looked at your complaint and will do my best to help you. I would like to invite Casoo Casino into this conversation. Could you please forward any relevant evidence proving that the player has opened multiple accounts to my email: [email protected]. Thank you in advance.

Hello,

I do not think the evidence holds. both me and sebastian can verify us as real people.There is no fraud attempt in this. we / I will be happy to provide you with what you need for it to be proven. we do not share accounts and we have our own identities. we do not live at the same address either.

I also ask myself the questions:

Can casoo prove that we have been logged in at the same address?

How can casoo link me with Sebastian when we have not been logged in at the same address but know each other in real life?

I think it feels like casoo is just trying to come up with something to avoid paying out the winnings. there is no indication that I have abused your t & c and or committed any form of fraud. I'm asking you casino guru how can we move forward with this? I feel so cheated.

hej, 

jag tycker inte bevisningen h?ller. b?de jag och sebastian kan verifiera oss som riktiga personer.Det finns inget bedr?geri f?rs?k i det h?r. vi/jag f?rser er g?rna med det ni beh?ver f?r att det ska bevisas. vi delar inte konton och vi har v?ra egna idetiteter. vi bor inte heller p? samma adress. 

jag st?ller mig ?ven fr?gorna: 

Kan casoo bevisa att vi varit inloggade p? samma adress?

Hur kan casoo l?nka ihop mig med Sebastian n?r vi inte varit inloggade p? samma adress men k?nner varandra i verkligeten?

jag tycker det k?nns som att casoo enbart f?rs?ker hitta p? n?got f?r att slippa att betala ut vinsten. det finns inget som tyder p? att jag missbrukat era t&c och eller gjort n?gon form av bedr?geri. jag fr?gar er casino guru hur kan vi g? vidare med det h?r? jag k?nner mig s? lurad.

Hello,

I do not think the evidence holds. both me and sebastian can verify us as real people.There is no fraud attempt in this. we / I will be happy to provide you with what you need for it to be proven. we do not share accounts and we have our own identities. we do not live at the same address either.

I also ask myself the questions:

Can casoo prove that we have been logged in at the same address?

How can casoo link me with Sebastian when we have not been logged in at the same address but know each other in real life?

I think it feels like casoo is just trying to come up with something to avoid paying out the winnings. there is no indication that I have abused your t & c and or committed any form of fraud. I'm asking you casino guru how can we move forward with this? I feel so cheated.

can also add how I even found casoo casino.

Sebastian called me and told me he won at casoo. That's when I logged in and created an account. We were never with each other or played under the same roof. but only talked on the phone.

that casoo then think I'm sebastian?

Is very strange to me.

how do you get this together?

why do you mix him in with me?

hej, 

jag tycker inte bevisningen h?ller. b?de jag och sebastian kan verifiera oss som riktiga personer.Det finns inget bedr?geri f?rs?k i det h?r. vi/jag f?rser er g?rna med det ni beh?ver f?r att det ska bevisas. vi delar inte konton och vi har v?ra egna idetiteter. vi bor inte heller p? samma adress. 

jag st?ller mig ?ven fr?gorna: 

Kan casoo bevisa att vi varit inloggade p? samma adress?

Hur kan casoo l?nka ihop mig med Sebastian n?r vi inte varit inloggade p? samma adress men k?nner varandra i verkligeten?

jag tycker det k?nns som att casoo enbart f?rs?ker hitta p? n?got f?r att slippa att betala ut vinsten. det finns inget som tyder p? att jag missbrukat era t&c och eller gjort n?gon form av bedr?geri. jag fr?gar er casino guru hur kan vi g? vidare med det h?r? jag k?nner mig s? lurad.

kan ?ven l?gga till hur jag ens hittade casoo casino.

Sebastian ringde mig och ber?ttade att han vunnit p? casoo. Det var d? jag loggade in och skapade ett konto. Vi var aldrig med varandra eller spelat under samma tak. utan endast pratat via telefon.

att casoo sedan tror att jag ?r sebastian? 

?r v?ldigt m?rkligt f?r mig.

hur f?r man ihop detta? 

varf?r blandar man in honom med mig ?

Hello,

I do not think the evidence holds. both me and sebastian can verify us as real people.There is no fraud attempt in this. we / I will be happy to provide you with what you need for it to be proven. we do not share accounts and we have our own identities. we do not live at the same address either.

I also ask myself the questions:

Can casoo prove that we have been logged in at the same address?

How can casoo link me with Sebastian when we have not been logged in at the same address but know each other in real life?

I think it feels like casoo is just trying to come up with something to avoid paying out the winnings. there is no indication that I have abused your t & c and or committed any form of fraud. I'm asking you casino guru how can we move forward with this? I feel so cheated.

can also add how I even found casoo casino.

Sebastian called me and told me he won at casoo. That's when I logged in and created an account. We were never with each other or played under the same roof. but only talked on the phone.

that casoo then believes that:

A: the customer uses two accounts and got confused which has an active withdrawal.

B: two customers from one household use each other's accounts.

Is very strange to me,

when it's not true! We are only two completely different people who have created an account each in their own place.

how do you get this together?

why do you mix him in with me?

hej, 

jag tycker inte bevisningen h?ller. b?de jag och sebastian kan verifiera oss som riktiga personer.Det finns inget bedr?geri f?rs?k i det h?r. vi/jag f?rser er g?rna med det ni beh?ver f?r att det ska bevisas. vi delar inte konton och vi har v?ra egna idetiteter. vi bor inte heller p? samma adress. 

jag st?ller mig ?ven fr?gorna: 

Kan casoo bevisa att vi varit inloggade p? samma adress?

Hur kan casoo l?nka ihop mig med Sebastian n?r vi inte varit inloggade p? samma adress men k?nner varandra i verkligeten?

jag tycker det k?nns som att casoo enbart f?rs?ker hitta p? n?got f?r att slippa att betala ut vinsten. det finns inget som tyder p? att jag missbrukat era t&c och eller gjort n?gon form av bedr?geri. jag fr?gar er casino guru hur kan vi g? vidare med det h?r? jag k?nner mig s? lurad.

kan ?ven l?gga till hur jag ens hittade casoo casino.

Sebastian ringde mig och ber?ttade att han vunnit p? casoo. Det var d? jag loggade in och skapade ett konto. Vi var aldrig med varandra eller spelat under samma tak. utan endast pratat via telefon.

att casoo sedan tror att:

A: kunden anv?nder tv? konton och blev f?rvirrad vilket som har ett aktivt uttag. 

B: tv? kunder fr?n ett hush?ll anv?nder varandras konton.

?r v?ldigt m?rkligt f?r mig,

n?r det inte st?mmer! Vi ?r endast tv? helt skilda personer som skapat ett konto var p? varsitt h?ll. 

hur f?r man ihop detta? 

varf?r blandar man in honom med mig ?

Dear Dojan97,

Casino provided us with sufficient evidence which shows fraudulent activity on your account. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with our solution you can contact license regulator under which operates Casoo Casino, just write an email to address: [email protected]

Thank you for understanding.